eClerx partnered with a leading global investment bank to improve its Know-Your-Customer (KYC) review operations. By streamlining workflows, we enabled high-volume support across the client’s wealth management, asset management, and global markets lines of business, delivering 50K+ KYC periodic reviews at 98%+ quality across 65+ jurisdictions.

This global investment bank oversees large-scale KYC operations across multiple markets, demanding efficient workflows and consistently high standards to satisfy diverse regulatory requirements. High volumes and manual processes can create costly backlogs and elevate risk, prompting the bank to seek a partner to implement automated, human-in-the-loop workflows for scalable and more reliable KYC reviews.

The challenge

Given the scope of the client’s KYC operations, manual and fragmented processes greatly slowed the review of high volumes of client data, creating bottlenecks that increased operational costs and risk exposure. Given varied regulatory requirements across jurisdictions which demanded consistent documentation, timely reviews, and rigorous audit trails, high quality standards were difficult to maintain with existing workflows.

As backlogs grew and the risk of non-compliance rose, the bank recognized the need for a strategic partner to streamline operations, enhance process quality, and implement solutions that could balance automation with necessary human oversight.

Our strategy

After reviewing the challenges our client’s existing KYC reviews process faced, we quickly deployed resources across our centers of excellence and advisory team to implement workflow improvements.

What began as a single-jurisdiction KYC review engagement evolved into a large-scale, multi–line-of-business program. Today, the partnership is powered by 700+ professionals across three delivery centers in India, enabling high-volume wealth management, asset management, and global markets support while maintaining strong governance and regulatory alignment across jurisdictions.

In addition, the eClerx FCC Advisory team periodically provides strategic recommendations to further strengthen delivery. These recommendations have included refinements to the client’s global KYC policy to align with evolving regulatory expectations, the introduction of a more effective prioritization model for escalated name-screening matches, and structural enhancements to the client outreach framework to drive greater efficiency and consistency. Collectively, these initiatives have reinforced the control environment, improved operational efficiency, and supported a more streamlined and resilient compliance operating model.

The results

Blending domain expertise with advanced AI-powered technology solutions, our team has delivered:

• 50,000+ KYC periodic reviews annually including complex entity types for 65+ jurisdictions
• 98% quality outcomes across all three lines of business
• Improved onboarding and periodic review processes through workflow redesigns and targeted automation that covered data capture, document validation, and quality checks

To support future demand, eClerx has strategically advanced a meaningful capacity expansion, anchored in robust quality standards and a globally distributed delivery model across the Americas and APAC, enabling seamless jurisdictional coverage. More recently, the IBD division was onboarded, reflecting the strength of our consistent performance across Capital Markets, Asset Management, and Private Wealth Management.

Through standardized procedures, deep domain expertise, and continuous investment in quality, training, and tool enablement, our team is prepared to continue delivering consistent, audit-ready outputs at scale and measurable improvements in quality, efficiency, and compliance outcomes for our client.